Medical Secretary T & O B4

Job overview

The Trauma & Orthopaedics department are looking for an efficient, organised and experienced individual to join our busy Medical Secretary team.

We are looking for an individual who is organised, adaptable and able to communicate effectively with patients, clinicians and other staff within the department. You will be responsible for the day to day administration linked to consultant-led clinics, including reviewing of clinical letters, appointment validation and conversing with patients. The role will also include elements of appointment scheduling, as well as cross cover for other secretaries and admin staff as required.

We are looking for someone who will bring a positive attitude and enthusiasm to the role as well as  an individual who will have the confidence to work autonomously once trained. The applicant must be able to work well as part of a team to ensure the service runs efficiently and productively.

Main duties of the job

To provide a full range of reception, medical secretarial services to the Trauma and Orthopaedics team, including full organisational support.

To work autonomously within and as part of a team demonstrating efficient organisation to provide an effective service to the Consultant(s) and their teams.

To ensure procedures and working practices are in place and adhered to, so that the

Specialty and Trust can deliver a service that meets the standards and targets that have been set.

To provide a considerate, patient focused service in all dealings with patients and with staff around the hospital and throughout the whole system.

Detailed job description and main responsibilities

Please refer to the job description for further details about the role

General Duties

• To undertake a full range of secretarial duties for consultants and their team.
• To produce and deliver patient clinic letters and other correspondence to NHS England guidelines, using audio typing and/or dedicated software.
• Request records/notes to required timeframes.
• Ensure efficient filing and information tracking systems are adhered to, providing continuity of care, including electronic case note tracking.
• To deal with all telephone, answerphone, post or email queries, on a daily basis to required timeframes and prioritise as necessary to ensure consultants and their team are aware of urgent results and information. Updating necessary systems as required.
• Ensure new referrals are processed to requirements ensuring new referrals are promptly seen/treated in line within the current guidelines.
• Maintain and monitor an investigation tracker demonstrating progress to resolution.
• Arrange New & Follow Ups appointments as required.
• Oversee preparation or review of relevant notes, results and scans for clinics. Use initiative to obtain missing details, results and x-rays.
• Regulate outpatient clinics as required.
• To liaise with other departments within the hospital, liaise and coordinate with GP practice staff and staff in other hospitals, as required. Managing Targets
• Ensure patient correspondence is managed and actioned within NHS England guidelines, whether to the patient or GP.
• To understand the full patient pathway, and the impact of local decisions on this pathway by having thorough knowledge of working practices, medical treatments, associated specialty(ies) and departments.
• Understand and work to achieve the national and local standards and guidelines for patient care (e.g. RTT targets). Investigate or facilitate access to records, as required to assess status.
• To play a key role in establishing and implementing local policies and procedures that ensure working practices meet the above standards/targets and is centred around the patient.
• Collect and capture audit data as required.
• Monitor Missing Outcomes and update records or facilitate information to be updated within monthly target dates.
• Assist General/Specialty/Office Manager or Consultant with statistics and information requirements on spreadsheets and power point presentations.
• Assist Consultants and Specialty Manager/Assistant Specialty Manager in Crisis
• Management as required (such as Pandemic changes).
• Liaise with Validators as required.

Patient Liaison

• To make arrangements relating to patient appointments
• To take all telephone calls from patients, relatives members of the public and other professional organisations in an efficient, tactful and compassionate manner.
• Listen to and manage patient concerns. This involves listening to and as far as possible resolving situations that can be highly distressing to patients/relatives who may be upset, angry or concerned.
• Provide information to patients as agreed with the consultant, and in close collaboration with the team.
• Understand the implications of Patient Choice and electronic booking and proactively manage changes that will need to be incurred in the specialty.
• Understanding of the complaints procedure and use initiative to resolve complaints from patients and any other individuals as far as possible. Escalate outstanding concerns as required.
• Send out information leaflets where appropriate and provide telephone information/advice to patients as agreed within the team and in accordance with guidelines.